LiveUpdate Administrator (LUA) 2.3.x no longer downloads new content as different symptoms when using Symantec's proxy server

Products

• Endpoint Protection

Issue/Introduction

Scheduled LUA Download jobs encounter definition failures showing different symptoms or errors logged. When checking the LUA default downloads folder, you find that all files exist with the old timestamp. If the SEPM LiveUpdates from this LUA, it will not show the newest definitions available. When cleaning the content or reinstalling/redownloading, different symptoms appear.  This issue only relates with LUA going through proxy server.

• Similar symptoms:
  • No obvious error(s) found in the LUA log, but the SEPM could not LiveUpdate successfully from it.
  • When LUA downloads definition manually, it shows that not newest definition available and the download process window does not appear.
  • If the LUA Download Schedule job includes all content, the Activity Monitor may show a Status of Retrieving, although the download 99% (or other percent), will show a failure warning message at the end of the Details in the Activity Monitor.
  • Even if content is downloaded successfully, the LUA Downloads folder may only show ~100MB in size.
  • Issues still exist even after LUA performance adjustments have been completed.

• Error LUA application log:
  • ERROR rcl.HttpHelper  - Fatal transport error in download: 404: could not find file to download - http:/ /liveupdate.symantecliveupdate.com:80/xxxxxxxxxxjtun_irevxxxxxxxxx.7z
  • ERROR rcl.SegmentedDownloader  - Exception while download of filexxxxxxxxxxjtun_sepXXenxxxxxxxxx.m26    org.apache.http.conn.ConnectionPoolTimeoutException: Timeout waiting for connection.

Cause

The old cache of the proxy server isn't cleaned in time and kept active. When LUA requests the update, it will obtain the out-of-date package or miss some content. The Symantec proxy server may cache old files and provide them to LUA as if they were current.

Resolution

Workaround 1 (preferred workaround and results may take a few days to be successful):

  Clean the cache or temp download folder of the proxy server.

  Within the Symantec proxy, change the criteria upon which Symantec proxy judges files to be up-to-date or OK to expire. 

Workaround 2 (this is an optional workaround to attempt if Workaround 1 hasn't changed the download results):

  Change any of the failover LiveUpdate servers to the primary LiveUpdate server (ensure the failover server is ready)

   1.Go to Configure -> Source Servers, select the Symantec LiveUpdate and Edit.

   2.Select any failover LiveUpdate server, then click Primary.

   3.Click OK button to save.

   4.Restart the LUA Apache Tomcat service.

After these changes, download failures may still occur. Check the log for a timeout error, then resolve it by increasing the below values of Timeout, Retry, and Retry Interval in the LUA configuration. Open the LUA console, click on Configure, then Preferences. Scroll down to Server Connections. Changes made to these values may improve the successful connections results.

 Timeout (seconds): 120 seconds
 Retry: 5
 Retry Interval (seconds): 10 seconds.

If you are unable to resolve this issue by using these workarounds, please open a support ticket for additional assistance.